Refund & Resend Policy

All of our products are made to order. Therefore, we do not support returns or exchanges for customer preference changes (wrong size/color) or incorrect shipping details provided by customers.

When can I get a refund or resend?

Before Production

  • Cancel from the Order Details page for a full refund.

During Production

  • A partial refund is available (order total minus production costs).

  • Please contact customer service.

After Shipping

  • Refunds or resends are available only for defective or incorrect items.

  • Issues must be reported within 30 days of delivery.

  • Please provide your order ID and clear photos or videos.

  • Contact: contact@urbanotaku.org  or directly to our provider service@podpartner.com

Logistics Delays

  • If the address is correct but delivery is delayed due to the logistics provider, you may apply for a refund, resend, and delay compensation.

  • See our Delay Compensation Policy for details.

Incorrect Address (Redelivery Available)

  • If an incorrect/incomplete address was provided but the package is not lost, you may request redelivery.

  • Redelivery may take 20–30 business days.

  • All storage, handling, and redelivery fees are the customer’s responsibility.

When are refunds or resends NOT available?

  • Incorrect or incomplete recipient information

  • Customer refusal to cooperate with customs or pay duties/taxes

  • Customer refusal of delivery

  • Force majeure events (e.g., natural disasters, war)